topic Re: Grant access not working in Arlo

Grant access not working

Arlouser120522 — Sun, 04 Dec 2022 18:21:07 GMT

Granted access with all permissions shows that access is excepted, but no cameras are viewable in the other persons app. I have granted and deleted access multiple times and accepted the invitation from multiple devices with no success. Customer service is nonexistent. I’m very dissatisfied with the performance of this product.

Re: Grant access not working

Bartley — Mon, 05 Dec 2022 01:10:41 GMT

I am having the same issue. I granted my wife access this morning. No camera's show up on my wife's app. I tried as well multiple times. It didn't matter if it was a camera on Wi-Fi or one that was hooked up to the VMB4000 base. Tried several different cameras. A no go on all the ones I tried. The accounts must be linked because I was able to enable the geofencing. Her phone showed up in the modes setting on my app and I was able to add her phone to the geofencing. On her phone it requested access to her location. The geofencing seems to work. Before I added my wife anytime I left the property the camera would arm. Today when I left, and my wife was still at home the camera did not arm. I've had Arlo cameras since 2019 and this is probably something on their end even if they say everything is working fine. From my past experiences with them. Their support or lack thereof leaves us to the mercy of this community or troubleshooting on our own. Hopefully someone else who has had this issue as well will chime in and share their experience. Deleting and adding user and removing and adding access to cameras hasn't helped my issue. This is my experience today with granting access to another user.

Thanks

Gary

Re: Grant access not working

jguerdat — Mon, 05 Dec 2022 15:29:37 GMT

If not seeing the cameras on the new account, try accepting the invitation with a computer browser.

Re: Grant access not working

theaphextwin — Mon, 05 Dec 2022 20:43:48 GMT

I am having the same issue. Previously, I would grant access and once registered the user would have access to whatever cameras/doorbells I gave them access to. Now, no matter what device/browser no cameras are shown (just add device) even after it says they have accepted the invitation. I tried deleting and re-installing the app as well because the icon changed from the bird to the house so thought maybe that had something to do with it. Seems like a recent changed as I granted access 10/28/22 with no issues.

Re: Grant access not working

Bartley — Mon, 05 Dec 2022 23:56:00 GMT

I just tried accepting with a computer browser, and no devices showed up on my wife's account. I logged onto her account with a computer web browser and still no devices showed up. It looked like Arlo is implementing a new web interface. It had menus on the left side. One option was for a dashboard. Maybe that is causing the issue. Not the same web version I am using.

Re: Grant access not working

Bartley — Tue, 06 Dec 2022 00:18:40 GMT

This might have something to do with it. I have an Arlo smart plan with up to 10 camera's (Grand fathered) I just bought a new camera which makes the 10th camera. This is the one I wanted to share with my wife. It came with a 30 day secure plan trial. It automatically was added to the secure plan. So perhaps a conflict between the two plans. That would explain the difference in web page looks and feel between my wife's login and mine. On my phone app and the web browser with my login show the camera in question under my smart plan. If this is the issue, then there should be a choice for existing customers to choose which plan they want when adding a new camera to an existing account. The one they pay for or the trial one offered. I might have missed it, but I don't believe I was offered a choice.

Re: Grant access not working

KeithD1 — Fri, 09 Dec 2022 19:20:07 GMT

I'm having similar issues since I changed my plan.

On my App in the Library I have the choice of selecting from Cloud or Base Station storage source. My wife's App shows the same notification qty however she has no option to select a storage source. All she can see (despite getting alert notifications) is the Cloud storage, she can't see any base station recordings.

While she can view the live recording, she can't replay the initial incident/cause.

Very concerning as Arlo is meant to be a security device, so you should be able to play recording back and assess the risk. Getting a notification and being unable to retrieve the footage makes it worthless!

Re: Grant access not working

Fulano — Sat, 10 Dec 2022 02:11:35 GMT

I have the exact same problem. My app says my invited shares accepted. I talked to Arlo tech and he says they show as not accepted. I have a trouble ticket, but after 3 days, the problem is not resolved. I think they broke their app with an upgrade and now don't know how to fix it,

Re: Grant access not working

steadyon272 — Fri, 16 Dec 2022 17:13:29 GMT

Im having th4e same issues, cannot get a resolotion to this from Arlo. Its possibly linked to a recent IOS apple update where she lost use and Ive spent all day trying to reconnect her and reinvite her. She is not accepted but cannot see on her Apple app the set up I have on my app.

How to get this resolved as I think its an Arlo software issue???

Arlo please help as your virtual chat is useless and no answers except lists Ive tried and exhausted!!!!

Re: Grant access not working

Fulano — Fri, 16 Dec 2022 19:19:28 GMT

Tech support keeps sending me the same procedures: delete friend and then reinvite. Upgrade Arlo app to the latest version (4.0.2) Released 12/6/2022. Then they ask me what version of iOS we're running (16.2). Everything we have is current and I have recycled at least 5 times. Nothing works. Every 3 days Arlo sends me a trouble ticket update with the exact same procedures. They say if I don't respond, they will close the trouble ticket.

They seem to be way over their heads on fixing this. My friend only gets push alarm videos, but has no visibility to the cameras. Only I can see them.

Re: Grant access not working

Fulano — Fri, 16 Dec 2022 19:25:25 GMT

This problem goes back years.

Sent invite but when logged in but they cannot see... - Arlo Community

Re: Grant access not working

Daug — Sat, 17 Dec 2022 00:28:44 GMT

Same issue with my system. Arlo support keeps sending the same response, delete friend, reinvite friend, blah, blah, blah. I've tried numerous attempts at grant friends access and used several different phones with no results.

Re: Grant access not working

StephenB — Sat, 17 Dec 2022 13:00:52 GMT

@Daug wrote:

Same issue with my system. Arlo support keeps sending the same response, delete friend, reinvite friend, blah, blah, blah. I've tried numerous attempts at grant friends access and used several different phones with no results.

In general, clicking on the "create account" link in the invite on a PC seems to work better. That will open the browser to my.arlo.com. From there, either create the account (if needed), or just log into it.

However, there is another issue that is linked to the transition from the older "Library" user experience to the new "Feed" experience. More details on that are here:

https://community.arlo.com/t5/Arlo-Secure/Invited-friend-cannot-see-devices-on-their-dashboard-Arlo-Pro-2/m-p/1889396#M1813

There's no going back to "Library" after you switch over to "Feed", and there do seem to be some bugs with "Feed". So keep that in mind.

Re: Grant access not working

Daug — Sat, 17 Dec 2022 17:44:50 GMT

Still not working. I currently have a trial subscription, is that an issue?

Re: Grant access not working

StephenB — Sat, 17 Dec 2022 20:17:51 GMT

@Daug wrote:

I currently have a trial subscription, is that an issue?

No.

Re: Grant access not working

Vinnyg32 — Wed, 21 Dec 2022 15:03:29 GMT

Same problem, just got the camera and 3 month trial. we're on the exact same software version and for the last week I've repeatedly deleted and invited my wife (to her own email. her own new account) to share the camera feed of my only camera and nothing. I've tried every variation from PC to PC, PC to android and so on... Same result regardless. It shows the invite accepted on my end as accepted after she clicks the link that was sent. She logs in and nothing...I might be sending this back, won't recommend this experience to anyone.

Re: Grant access not working

StephenB — Wed, 21 Dec 2022 17:54:45 GMT

@Vinnyg32 wrote:

Same problem, just got the camera and 3 month trial. we're on the exact same software version and for the last week I've repeatedly deleted and invited my wife (to her own email. her own new account) to share the camera feed of my only camera and nothing.

This might be the issue:

https://community.arlo.com/t5/Arlo-Secure/Invited-friend-cannot-see-devices-on-their-dashboard-Arlo-Pro-2/m-p/1889396#M1813

Re: Grant access not working

Vinnyg32 — Sat, 24 Dec 2022 03:22:53 GMT

Great thank you. Such a bizarre non intuitive method to create compatibility ..

It was a pm'd method in the other thread?

Re: Grant access not working

Brown3003 — Sat, 07 Jan 2023 22:51:01 GMT

Same issue any luck

Re: Grant access not working

steadyon272 — Sun, 08 Jan 2023 12:52:31 GMT

Yes installed a different brand WUUK from Amazon very impressed and so far adavanced features support is excellent.